Albertsons.com / they didn't send info about the cakes

We have ordered 5 cakes from the website www.albertsons.com. When we placed the order, we have chosen the service, where we could track the cakes. At the beginning, we tracked the order and everything was ok. But two days ago, we checked the tracking number and it showed completely nothing. We already called to the customer services and asked to check the info, but the rep promised to call back or to send message and still nothing.